Director, Leasing

Location

Head Office

Overview

Reporting to the Vice President, National Leasing, the Director, Leasing Operations will lead the operational execution and performance optimization of Starlight’s centralized leasing platform across the Canadian residential portfolio, with responsibility for driving leasing funnel performance, operational consistency, reporting visibility, lead-to-lease conversion, and cross-functional alignment across leasing operations.

This role will work closely with Asset Management, Marketing, Operations, Analytics, Property Management partners, and the centralized Call Centre team, to support leasing performance and portfolio occupancy objectives, including CRM optimization, reporting frameworks, workflow standardization, AI-enabled tools, and operational scalability.

Duties and Responsibilities

Leasing Operations & Performance

• Support lease-up and stabilization initiatives across new developments, repositioned assets, and high-priority residential communities
• Monitor leasing velocity, occupancy trends, conversion metrics, and funnel performance
• Drive consistency across leasing operations, service standards, workflows, and reporting
• Identify operational gaps impacting leasing performance and implement solutions
• Standardize leasing processes and operational expectations across developments
• Improve lead response times, prospect engagement, and conversion outcomes
• Monitor leasing KPIs and operational reporting to support performance optimization

Cross-Functional Collaboration & Reporting

• Partner closely with Asset Management to support leasing and occupancy objectives
• Collaborate with Marketing teams on campaign performance, lead quality, and conversion optimization
• Work with Operations teams and PMCs to ensure operational readiness and leasing execution
• Support alignment between leasing activity and asset-level business plans
• Provide regular operational updates regarding leasing performance, risks, and trends
• Coordinate with PMCs and third-party leasing agencies to ensure consistency of leasing standards and execution

Call Centre & Centralized Leasing Operations

• Oversee Starlight’s centralized leasing support and inquiry handling functions
• Support the continued development and scalability of centralized leasing operations
• Ensure strong execution of inbound and outbound prospect engagement activities
• Monitor service levels, response times, lead handling quality, and conversion performance
• Support implementation of AI-enabled leasing tools and centralized leasing technologies
• Improve coordination between centralized leasing support and on-site leasing teams
• Ensure a consistent customer experience across the leasing journey

Leasing Systems, Analytics & Process optimization

• Support implementation and optimization of CRM systems and leasing technology platforms
• Analyze leasing dashboards and operational reporting visibility tools
• Partner with Analytics and Marketing teams on lead attribution and performance measurement
• Improve data-driven decision-making through enhanced leasing analytics and reporting

Team Leadership & Development

• Oversee centralized leasing support functions and operational team performance
• Establish clear operational KPIs, accountability measures, and service standards
• Support training, coaching, and operational development initiatives
• Build a collaborative, responsive, and performance-oriented team culture
• Identify gaps and support process improvement initiatives
• Foster strong communication and alignment across centralized and site-level teams
• Act as a key partner across leasing, asset management, marketing, and operations teams to support portfolio performance and execution priorities

Requirements

• 8 – 10+ years of residential leasing experience
• Experience supporting lease-up and stabilization of residential developments
• Strong leadership and process optimization capabilities
• Experience working cross-functionally with Asset Management, Marketing, Operations, and PMCs
• Experience managing or supporting centralized leasing operations or leasing infrastructure functions
• Strong analytical mindset with experience using leasing KPIs and reporting tools
• Experience with CRM systems, leasing technology platforms, and operational reporting
• Strong communication and stakeholder management skills
• Ability to operate effectively in a fast-paced, highly collaborative environment
• In-office presence required with flexibility to travel across UK developments as needed
• Experience operating within a fast-paced, highly collaborative, performance-oriented environment